A Hotel Desk Clerk provides service to customers at the front desk of a hotel. Takes room reservations, checks in guests and handles payments; answers questions and arranges for room services requested by customers.
Respond in a professional and courteous manner to all arriving, departing and in-house guest by providing accurate and timely information and services. Respond to telephone, email, fax, and in-person inquiries regarding reservations, hotel information, and guest concerns.
ESSENTIAL DUTIES/RESPONSIBILITIES
Make reservations, check-in, and check-out guests in the PMS and make changes as requested by guests. Post charges, corrections, and payments to guest accounts. Process guest payments. Sell the hotel to "walk-in" customers. Provide information to guests about hotel policies, services and amenities. Respond to requests from guests for assistance and information about local area including directions, things to do and places to eat. Communicate with housekeeping about room status and availability. Communicate with Maintenance about needed repairs, room status and availability. Listen for and respond to guest concerns and requests. Maintain daily logs. Balance shift work and cash drawer.
OTHER DUTIES/RESPONSIBILITIES
Report all damage, mechanical deficiencies, suspicious activities, theft in accordance with the Hotel management procedures and standards. Maintain Confidentiality of Guest and Hotel information. Maintain high standards of Customer Service. Assist Breakfast Attendant if required. Participate in Hotel, Brand or Regulatory training. Operate Hotel Van to transport guest and employees in a safe secure manner. Maintain excellent customer relations by knowing all in-house events and special events in the area. Host Manager's reception if needed. Perform other duties, projects as assigned by management. Required to work weekends, and/or holidays. May be required to work nights.
JOB QUALIFICATIONS & ABILITIES
Front Desk or Guest Services experience preferred. Be proficient in OPERA (current property management system) and Microsoft Office. Must have a High School level mathematical aptitude. Must have experience in dealing directly with the public. Must speak, read and write English fluently. Must use tact and understanding when dealing with a variety of customer service issues. Must be highly organized, pay attention to details when performing multiple tasks. Must have a valid Driver's License at all times, with a driving record that meets or exceeds current Hotel Van operations insurance policy requirements.
EDUCATION/FORMAL TRAINING
High School diploma or equivalent required. Any certification or training required for operation of Hotel (Franchise Mandated or Regulator Agency Mandated).
EXPERIENCE
Have verifiable experience in Customer Service.
MATERIAL/EQUIPMENT USED
Standard office equipment including but not limited to: telephone, copier, PC, fax and
PBX. ENVIRONMENT
Primarily prolonged standing or sitting indoors in thermostatically climate controlled work area under various lighting condition.
